Customer Support Representative

Paybyphone Ltd; Vancouver; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

An innovative company is seeking a Customer Support Representative to join their Global Customer Service division. This full-time role offers a hybrid work environment, where you'll manage customer inquiries, assist with onboarding, and maintain relationships with business clients. You'll be integral in ensuring customer satisfaction through effective communication and problem-solving. The company values growth and career development, offering a competitive package with various benefits. If you're passionate about customer service and looking for an opportunity to make a difference, this role is for you!

Benefits

Extended Health Care

Dental Care

Drug Card Plan

Employee Assistance Program (EAP)

Paid Time Off

RRSP

Long- and Short-Term Disability

Critical Illness Insurance

Qualifications

• Excellent customer service skills and experience.
• Ability to analyze and present material clearly.
• Experience with CRM solutions like Zendesk.

Responsibilities

• Manage customer enquiries and complaints via Zendesk.
• Support onboarding and ongoing client relationships.
• Create tickets for development and bug fixing in JIRA.

Skills

Customer Service Skills

Analytical Skills

Microsoft Office

Problem-Solving Skills

Communication Skills

Time Management

Education

High School Diploma

Degree Level Education

Tools

Zendesk

Confluence

JIRA

Job description

• remember your preferences (such as language);
• monitor the general performance of our visitors’ experience when on our website - this information then allows us to improve the usability of our website for you and all our other visitors;
• store essential information to allow you to register and/or login to our site;
• allow you to share any of our website’s pages with your social networks - but only if you explicitly choose to.
• (twitter) guest_id, k, _twitter_sess, original_referer
• (facebook) datr, lu
• (g+1) PREF, SID, HSID, SSID
• TribePad - this allows you to login to our social recruitment management platform
• trackerToken-4 - this is similar to Google Analytics but specifically allows us to determine which of our marketing activities from which you found our website.
• visitToken-4 - this is similar to Google Analytics but specifically allows us to determine which of our marketing activities from which you found our website.

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Customer Support Representative

Apply locations Vancouver - PayByPhone time type Full time posted on Posted 3 Days Ago job requisition id R06353

Your role

What you'll be doing

Corpay^ is currently looking to hire a Customer Support Representative within the Global Customer Service division. This position falls under our PayByPhone line of business based in Vancouver, Canada.

This is a full-time 6-month contract role, working on a hybrid basis (a minimum of 2 days in the office). Working hours are Monday to Friday 9.00am to 5.30pm

The role

The purpose of a Customer Support Executive at PayByPhone is to manage customer enquiries and complaints, as well as assist with the onboarding and ongoing support of both business clients and parking consumers.

Key Accountabilities

Customer Support:

• Ensure all customer tickets are answered using our support tool, Zendesk within stipulated SLAs.

• Deal with escalated level 2 tickets raised by our outsource partner.

• Respond to and deal with all customers facing enquiries and complaints, support in the on-boarding and on-going relationship with our PayByPhone Business clients and our parking consumer customers.

• Engage with comments on our social media feeds.

• Join meetings with the outsourcer to share information and best practice.

• Investigate clients’ PCN (Penalty / Parking Charge Notice) appeals or complaints.

• Escalate customer complaints to the Global Director of Customer Support where necessary.

• Maintain an up-to-date knowledge of PBP products.

• Test the system and apps before and after updates.

• Work with the Global Director of Customer Support to analyse complaint data and identify key areas for improvement to drive complaint reduction.

• Maintain Zendesk Help Centre & Macros.

• Work with Marketing on customer focused messaging and content.

PayByPhone Business:

• Respond to admin level queries in relation to

• Build relationships with PayByPhone Business key clients.

• Support internal PayByPhone Business sales team where necessary.

• Work with Marketing to provide regular communication to PayByPhone Business admins on updates regarding the product and features.

• Support in the on-boarding of new PayByPhone Business clients.

• Provide customer feedback on PayByPhone Business to support future developments.

• Coordinate outage communications to PayByPhone Business customers when needed.

JIRA Management:

• Create tickets for development and bug fixing relating to front end products i.e. Consumer Apps, Mobile Web, IVR & PBPB.

• Liaise with Product Managers to ensure tickets are prioritised and completed in a timely manner with any issues escalated via the appropriate channels.

Process Documentation:

• Ensure that all relevant processes and procedures are documented and maintained in Confluence including any supporting documentation required to enable effective continuation of service.

What we’re looking for

Essential

• Excellent customer service skills.

• The ability to gather, analyse and present material clearly and concisely.

• Experience with Microsoft Office, including Word, Excel and PowerPoint.

• Previous experience of working in a customer service role.

Desirable

• Educated to degree level.

• Experience of using CRM solutions such as, but not limited to Zendesk, Salesforce, NICE

• Previous experience of working in the parking industry or another app-based business.

• Knowledge of chat/AI technologies

Approach and Abilities

• Good organisational and time management skills.

• Excellent ability to prioritise.

• The ability to work under pressure and to tight deadlines.

• Can cope under pressure with a flexible approach to work, persistent and resilient and able to cope with setbacks.

• Exceptional attention to detail.

• Self-motivated.

• Ability to multi-task.

• Confidence social media platforms.

• Process driven.

• Always looking to improve.

• Can see the bigger picture

• Superb written and communication skills.

• Ability to produce well written documents.

• Able to communicate effectively.

• Calm under pressure in dealing with difficult customer situations.

• Works collaboratively across the wider CS team.

• Able to articulate processes for training the outsourcer or internal team

• Excellent problem-solving skills.

• Ability to use your own initiative and escalate issues where necessary

• Logical and methodical.

What we offer:

• Competitive package with high potential for growth and career development.

• Extended Heath Care

• Dental Care: offered through SunLife

• Drug card plan

• Basic Lif and AD&D Insurance

• Employee Optional Life and AD&D Insurance

• Spouse Optional Life

• Child Optional Life

• Critical Illness

• Employee Assistance Program (EAP)

• Long- and Short-Term Disability

• RRSP: Administered through Manulife

• Paid Time Off: Corpay observes 11 statutory holidays In addition, full time employees are eligible to receive: Paid Vacation: 15 days, accrued monthly Paid Sick Leave: 6 days Personal Days: 4 days

#INDOPS-INT

#LI-Hybrid

#LI-SI1

About Corpay

Corpay is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.

All offers of employment made by Corpay (and its subsidiary companies) are subject to the successful completion of satisfactory pre-employment vetting by an independent supplier (Experian). This is in accordance with Corpay's Resourcing Policy and include employment referencing, identity, adverse financial, criminal and sanctions list checks. We do this to meet our legal and regulatory requirements.

Corpay is dedicated to encouraging a supportive and inclusive culture among our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. We seek to ensure that all employees and job applicants are given equal opportunities.

Notice to Agency and Search Firm Representatives: Corpay will notaccept unsolicited CV's from agencies and/or search firms for this job posting. Resumes submitted to any Corpay employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Corpay. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

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